Customer Service Executive (Back End) | Up to 2.7k

About the Role

Our client is an established technology-enabled mobility company seeking a detail-oriented Customer Service Executive to support its backend customer-service operations.

You will manage service enquiries through digital support channels, investigate account and transaction-related issues, and coordinate with internal teams to ensure timely and accurate resolutions.

Key Responsibilities

• Handle customer enquiries, complaints and service requests through email, live chat and ticketing platforms.

• Investigate account, booking, payment, promotional, refund and platform-related issues using internal systems and records.

• Provide clear and timely updates to customers throughout the resolution process.

• Coordinate with Operations, Finance, Technology and other internal teams to resolve complex or escalated cases.

• Escalate technical, payment, fraud or safety-related matters according to established procedures.

• Maintain complete and accurate case records, supporting documents and follow-up actions.

• Meet response-time, productivity, service-level and quality standards.

• Identify recurring service issues and provide feedback to support process improvements.

• Maintain response templates, standard operating procedures and internal knowledge resources.

• Perform other customer-service and operational duties as assigned.

Requirements

• N-Level, O-Level, NITEC, Diploma or equivalent qualification.

• Previous experience in customer service, backend support, operations or case management is advantageous.

• Strong written and verbal communication skills.

• Patient and service-oriented, with the ability to handle complaints professionally.

• Strong attention to detail and ability to manage multiple cases simultaneously.

• Comfortable using customer-service platforms, internal systems and Microsoft Office applications.

• Able to investigate issues systematically and coordinate with different stakeholders.

• Fresh graduates with strong communication and problem-solving abilities are welcome to apply.

What We Are Looking For

• Customer-focused and empathetic

• Responsible and attentive to detail

• Calm when handling challenging cases

• Comfortable working in a fast-paced environment

• Collaborative and proactive in resolving issues

• Interested in improving service processes and customer outcomes
  

  
  Ryan Leo
  Recruitment Consultant | Revup Proservices
  EA Personnel No.: R24126349
  EA Licence No.: 24C2366